Renfrewshire Carers Centre strives to provide high quality services. We do acknowledge that from time-to-time things may go wrong and we want to learn and improve from hearing if you are unhappy with any of our services.

​

1. Introduction

​

• Purpose: Our complaints procedure is in place to provide a structured approach for handling complaints and to ensure that they are investigated and resolved in a fair and transparent manner. It will enable us to learn and improve our services, improve our quality and enhance people’s satisfaction.

• Scope: You can make the complaint yourself or get someone who you have given your permission to, to act on your behalf. The complaints procedure allows individuals to express their dissatisfaction or raise issues regarding our services or behaviours.  

​​

2. How to Make a Complaint

​

• Stage 1 - Informal Discussion
  In the first instance we would like the opportunity to discuss your complaint with us in an informal manner and would ask that you contact the Centre and ask to speak to the Line Manager of the relevant service. The Line Manger will discuss the problem with you and try to resolve any issues. If you are still dissatisfied after speaking with the Line Manager, you will be told of the formal complaint's procedure.
  
  If your complaint is about the Centre manager or Care at Home Manager, then  your complaint should be directed to the Chairperson of Renfrewshire Carers Centre. If you wish you can go immediately to Stage 2 of the complaint's procedure.

 

• Stage 2- Formal Complaint
  You can complain in writing, by phone, by e-mail or through our website
  To help us respond to your complaint please detail:

• Your name, address, telephone number and e-mail address

• What went wrong, when and where

• If applicable the name of any staff or volunteer involved

• What you want from your complaint

​​

You can contact us in a number of ways to make a complaint.

• Via our website: www.renfrewshirecarers.org.uk

• By e-mail: enquiries@renfrewshirecarers.org.uk

• By telephone: Centre: 0141 887 3643        CAH: 0141 483 5430
  
  Independent support to make a complaint may be available through the Citizens Advice Bureau. Or if your complaint is about our Advocacy services you will be given the details of You first Advocacy.

​

3. Acknowledgment of the Complaint

​

• We will send you a letter/e-mail to acknowledge the receipt of your complaint within 5 working days. 

• Initial Assessment: We will review the complaint to determine if it is valid and falls under the scope of the complaint’s procedure.

​​

4. Investigation

​

• Fact-Finding: We will Investigate the details of the complaint by gathering evidence, speaking with involved parties, or reviewing relevant documents.

• Timeline: We will respond to your complaint within 20 working days after the date on which the complaint was made and will inform you of any action that will be taken.

​​

5. Decision

​

• Decision: Based on the investigation, we will inform you in writing of the outcome of your complaint, giving an explanation for the decision made.

​​

6. Appeal Process

​

• Appeal: If you are dissatisfied with the decision, you will have the option to appeal to the Chairperson of the Board of Directors. An appeal to the Chairperson should be made in writing within 10 days of receiving our response to your complaint. 

• Review: The Chairperson will carry out an independent review of the complaint to ensure fairness and respond within 28 days of receiving the appeal letter.

 

7. Closure

​

• Final Outcome: Once a decision is made regarding an appeal, this is the end of our complaint’s procedure

• Feedback: We do encourage the complainant to provide feedback on their experience of the complaint’s procedure, which can help improve future processes.

​​

8. Record Keeping

​

• We will maintain proper documentation of complaints, investigations, decisions, and appeals. This helps with monitoring trends, improving services, and ensuring compliance with regulations.

​​

9. Continuous Improvement

​

• Review Process: We will review our complaints procedure every 2 years to identify areas for improvement, ensuring that it remains efficient, fair, and effective.

​

Complaints about our Registered Services

​

This policy is underpinned by legislation and guidance such as:

• The Social Care and Social Work Improvement Scotland (Requirements for Care Services) Regulations 2011

• Public Services Reform (Scotland) Act 2010

• SSSC’s Code of Practice for Employers of Social Service Workers

• Scottish Government’s Health and Social Care Standards

​​

Examples of standards relevant to the policy include:

4.20  I know how, and can be helped, to make a complaint or raise a concern about my care and support.

4.21   If I have a concern or complaint, this will be discussed with me and acted on without negative consequences for me. 

​

For complaints about our registered Support Service with the Care Inspectorate you can also make a complaint directly to the Care Inspectorate, normally this is pursued after using the Centre’s own complaint procedure.

​

However, if people remain concerned about the standard of care provided by our registered service or they are concerned about raising their complaint directly with us, they can raise this with the Care Inspectorate.  

The Care Inspectorate will look at all information given to them when people tell us they are not receiving good care.  They also take account of the care service’s history.

​

A complaint can be about: 

• inadequate standards of care

• failure to uphold the rights of a person using a service, or their relatives or carers.

• a care service's failure to follow appropriate safe care practices.

• the practice of staff, including treatment by, or conduct of, a member of staff, fitness of staff, inadequate staff training and staff numbers or deployment.

​​

Care Inspectorate

Compass House

11 Riverside Drive

Dundee DD1 4NY

Tel No: 0345 600 9527

E-mail: enquiries@careinspectorate.gov.scot

​

You don’t have to give your name when making a complaint if you don’t want to.